I purchased the new Zwift frame and assumed my Wahoo Kickr V5 would be compatible, its not, the issue I need help with is the returns process, I am unable to complete the returns process due to a Zwift technical issue, I have sent three emails and a few support requests online, no joy.
Alternatively, If I was able to get a response I might buy the core to save the return, but with no response I am reluctant to take that step - any suggestions on how to get in contact with Zwift?
Seems like the only way to actually get an adequate response from Zwift is to post on social media copying Eric. They seem to be able to respond to those requests pretty quickly. Their customer service is a joke. It’s why if I’d never buy from Zwift. If a company has no telephone line for customer service, I’ll never buy from them. It doesn’t guarantee good customer service, but the frustration on waiting for a response to an email when you’ve made a significant purchase is very high.
That may be part of the issue. I’ve been seeing posts from employees that sending another email will move you to the back of their queue, and you have to wait even longer. Zwift support is also very backlogged this time of year.
My new Zwift Ride is broken - it has the U Turn hardware issue so is useless… Zwift support have not provided any response for the last 8 days since initially asking me some questions about software versions. despite being in breach of contract, they have not bothered to follow up on my case.
I will have to go through the hassle of returning the thing now.
appalling service - if they can’t support the product - they shouldn’t launch it.
That should never be the case, ever. In nearly all support ticketing systems sending a follow up email (in reply to the original ticket) should keep your responses in the conversation flow of the existing ticket you have.
Only if you’ve logged another completely new ticket should there be any different case, but even so nearly all support ticketing systems allow the agents to close and merge the new requests into the existing one. That should never move it further back in the ticket backlog.
Agree with this. Zwift are a software company and yet it seems their customer service software is poor. Such a poor excuse that follow up emails would send you to the bottom of the queue. How long do they expect people to wait until Zwift can resolve issues. Plus, issues with resolve quicker over the phone but Zwift aren’t bothered about the customer. Completely shows that Zwift focused on sales rather then customer satisfaction. Send out expensive hardware in cheap packaging that isn’t fit for purpose then have poor customer service standards to deal with the impact. Absolutely shocking.
I agree.
“Sending another email will move you to the back of the queue” - I am baffled how that would even work.
And how that can be thought of as an acceptable method of doing business.
It takes a bad experience (whatever went wrong in the first place) and metes out extra punishment for an upset customer. The more upset you are, the more punishment you get. Bad feedback loop for getting back to customer satisfaction.
Maybe the whole “move to the back of the queue” thing isn’t really true, but telling us it is true is a way to fudge the metrics on response time.
All the staff I have interacted with (quite a few by now) seem to have good intent about customer service and sincerely want to help people have a good experience. My impression is this is a system that worked OK when it wasn’t overwhelmed but has trouble handling a backlog in a good way, and now it’s causing harm.
There’s a thing called “scaleable”.
Zwift obviously don’t have that.
I get it that support is a cost center. But at what point does the lack of adequate support end up hurting your profit centers in terms of lost sales due to poor support?
It must be balanced.
Zwift apparently does not have that either.
Sure but a likely scenario is the company made a Big Bet on a new thing, which overall is performing well in the market so they are understandably reluctant to pause sales, but they were surprised by the level of demand for support based on product defects, logistical problems, customer confusion about the product, etc. and perhaps then discovered that when the support team can’t bail water fast enough, a failure mode for that queue became really bad for customers. Perhaps this is a charitable interpretation but I’ve seen that sort of thing many times, where people miscalculate something but there’s enormous pressure to keep going and bail faster until the issues can be addressed. Naturally this is not a good outcome for anyone since it causes pain for customers, staff, the company’s reputation.
But how would you measure that? I’m not actually interested in the Zwift Ride or Smart Bike, but from what I’ve seen so far, the equipment looks cheap, odd dual crank, and plenty of customer complaints -the Wahoo Bike Shift appears to be a much better deal.
Outside of Zwift App, which doesn’t really need customer support, I don’t see myself buying anything beyond basic accessories like Zwift Play and such… I’m pretty sure they are scaring customers away…
I wouldn’t call it measuring but I do obsessively follow what customers are saying about it, and there are far more people raving about it and recommending it to others than complaining about problems. The forum is a good place to see the complaints but not the happy customers. Only Zwift knows how well it’s selling so this is just my impression of its reception. The complaints are enough to know that it has some teething issues. I’m also not the target customer for this product. I already have a nice 11 speed trainer bike that I don’t share with anyone, no need for virtual shifting, no problems putting a bike on a trainer or adjusting the drivetrain, and the vendor lock-in aspect is something I view as a major drawback. I think Zwift have accurately identified those things as problems that need solving for many customers and they came up with a thoughtful design that helps solve them, plus an aggressive strategy for making people stay on the platform. The CEO used to say that they wanted to earn people’s payment every month, but this obviously goes the other way in that regard.
That is the correct decision based on my experience of the Zwift ride.
I can’t even return the thing as FedEx only gives me the option to drop off to a local store which I can’t do given size of the carton and also want to charge me £30 to return their fault goods.
Customer service are basically ignoring me so stuck with a useless machine cluttering my house
Zwift seem to be backlogged every day of the year. They don’t have Customer Service
I agree but this seems to be normal for Zwift. I have had the same issue when reporting an issue with Zwift generally. Sending a follow up email/message after you have been waiting for a week because you cannot use the Application you are paying for pushes your query to the back of the queue. I suspect they look at messages in date order and the original one gets overriden by the later one.
You have to pay to return faulty equipment? Seriously?
I’m afraid so. No one from cust service is helping and this is what the return items link is asking for
Wow, that is unbelievable, especially when they charge a fortune to deliver in the first place. I’m sure they’ll sort this for you, just hopefully not too long in the future.